Perform troubleshooting by recreating a customer scenario on internal testing equipment with a comparable software configuration.

Understand and accurately document product questions that require in-depth analysis; determine and pursue the appropriate process to progress the issue to resolution.

Identify complex or high impact issues and coordinate with senior staff where necessary for resolution. Escalate unresolved customer issues to the appropriate subject matter expert or manager according to product line procedures.

Proactively enable customer self-service

Contributes and updates content in the knowledge base, external forums and user communities in order to enable customers to self-serve

Educates the customer on how to leverage self-service resources by demonstrating functionality and best practices

Manage own time to prioritize and balance all assignments.

Maintain knowledge of Support policies, procedures, tools, system and adhere to it

Typical Role Definition

Professional Staff. An intermediate level professional role. Some evaluation, originality or ingenuity required to perform tasks. Knows and applies the fundamental concepts, practices, and procedures of a particular field.

Job-Specific Authority and Scope:

Generally, works with consulting their manager.

Independent decisions are made daily.

Examples of typical decisions:

Work with the customer and Arcserve resources to meet customer objectives.